Experience

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  IBM

  • Ottawa, Ontario, Canada

  • Technical Analyst

    • Apr 2008 - Present
    • Ottawa, Ontario, Canada

    Installation and configuration of the IBM Cognos Analytics Product on several platformsTroubleshooting technical problems with Report design, metadata modelling, and product functionalityCustomization of the Cognos BI Connection interface

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  Cognos

  • Technical Analyst

    • Apr 2008 - Apr 2008

• 

  Momentous.ca

  • Customer Service Technical Support

    • Jun 2007 - Nov 2007

    Tracked bugs with the product, logged in Bugzilla program, troubleshot issues.Worked in Visual Studio and SQL Server to track down and pinpoint potential bugs and issues.Helped to customize the end user pages for Support.zip.ca in Right Now 8.Aided customer service with technical issues members had encountered. Updated customer service web page with knowledge and information on potential issues.

  • Customer Service Supervisor

    • Jan 2006 - Jun 2007

    Handled escalations for Customer Service Representatives(CSRs) from irate members.Updated customer service schedule in Excel.Worked in the Right Now software configuring mail routing rules for email incidents, created standard text responses for certain email incidents, worked in the answer console creating and updating FAQs for the end user pages on http://support.zip.ca.Worked in the marketing console sending out mass mail to members in regards to service changes or issues that may have come up.Ran reports in the Right Now Analytics console for Management. Trained new CSRs on the Right Now console as well as the Customer Service website and telephone system.

  • Customer Service Representative

    • Oct 2005 - Jan 2006

    Took inbound calls from members of the Zip.ca service. Logged incidents using the support console in Right Now 7.5, answered email incidents and provided support for members.Created the Customer Service website for internal use to house all the tools used in customer service by the CSRs. Used the live chat console in the Right Now platform to handle member inquiries and aid members with questions.

• 

  Zip.ca

  • Customer Support, Supervisor

    • Oct 2005 - Nov 2007

• 

  Convergys

  • Technical support agent

    • Apr 2000 - Sep 2005

    ▪ Processed and documented customer issues involving network security and abuse on the Kana E-mail Power Client.▪ Provided telephone and Web-based chat technical assistance to customers for service installation and configuration of hardware, software and Operating System in regard to all aspects of Cable Internet connectivity and related services.▪ Use Remedy-based platform for trouble ticket documenting, and Web-based resources for trouble-shooting.▪ Administrate and develop chat script resources Web site for the E-care team.▪ Term Command Centre member with duties involving logged Call Centre monitoring for agent status and schedule adherence using IEX TotalView and CMS CenterVu software. Communicated with agents and supervisors as appropriate.

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    • 1901 - 1901